Challenge
JCI designed the market-leading BlueConnect™ hands-free car communications system, and has had great success in the OEM market. As they moved into the aftermarket space, however, they they knew that they would need to provide a whole new level of customer support to a much wider audience.

Light Bulb
The single biggest customer-support question is “will my phone work with BlueConnect.” Find a way to answer that question, and provide basic instructions for getting the phone connected, customer service could focus on the real technical challenges.

Solution
We developed a lean, database-driven site that focused on two things: telling the visitor whether a particular phone would work, and, if it did, how to connect it with BlueConnect. We also built a front end so that the engineering group could add new phones as they were qualified.

Results
While the site is too new to provide much in the way of metrics, the initial results are so promising that JCI is planning to use the same tool to drive customer support for its OEM clients.